Administrator

Abu Dhabi, United Arab Emirates

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Job Description

Overview:
Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do

Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
  - Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
  - Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  - Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  Provide an acceptance and immediate resolution to the high priority tickets/ service
  Installing and configuring software/ hardware requirements based on service requests
  100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  Provide application/ user access as per client requirements and requests to ensure timely solutioning
  Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
  Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
  
  Stakeholder Interaction
  
  Stakeholder Type
  Stakeholder Identification
  Purpose of Interaction
  
  Internal
  Project Manager
  For governance and client relationship management
  
  On-site project team
  To resolve the complex problem/ issues at the site
  
  Lead/ Sr. Administrator
  Guide the administrators with the complex problems
  
  External
  Client
  Resolving the tickets/ queries and servicing them
  
  Display
  Lists the competencies required to perform this role effectively:
  Functional Competencies/ Skill
  Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
  Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
  Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert
  Competency Levels
  
  Foundation
  Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
  
  Competent
  Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
  
  Expert
  Applies the competency in all situations and is serves as a guide to others as well.
  
  Master
  Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.
  
  Behavioral Competencies
  Problem solving
  Execution excellence
  Passion for results
  Collaborative working
  
  Deliver
  No.
  Performance Parameter
  Measure
  
  1.
  100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails
  
  2.